Customer Service Assistant II

Salary/Position Classification

• $43,000 annual, Non-Exempt (Eligible for overtime)
• 40 hours per week
• This position will work onsite the Grand Forks, ND campus.

Purpose of Position

This position is responsible for providing support and customer service to the Office of Extended Learning Coordinators and Directors. The Customer Service Specialist will also provide office support, scheduling, minute-taking, supply ordering, inventory, and correspondence. In addition, this position will also work closely with instructors, students and third-party vendors for all OEL programs to ensure their needs are met.

Duties & Responsibilities

Provide customer service for Conferences, Camps & Events (CCE) Coordinators and the Logistics Assistant to support the work of the Office of Extended Learning, TTaDA, the University of North Dakota, and outside Conference Clients.

• Serve as the primary point of contact for CCE coordinators, attendees, and external clients regarding OEL-managed conferences, camps, & events.
• Answer phone and email inquiries, providing timely and accurate responses regarding payments, registration, and schedules.
• Monitor the UND CCE email account and answer questions in a professional and timely manner.
• Assess, tag, and disseminate correspondence received in the CCE email to appropriate recipient for further follow-up.
• Maintain attendee registration reports and communication with the owner of the event.
• Assist Logistics Assistant with ordering and maintaining office supplies for CCE
• Manage document filing and data related to Conferences, Camps & Events.
• Handle mailing tasks related to event materials, participant documents, and follow-up communications.
• Process payments for attendees, external clients, and vendors for registrations.
• Run daily payment and other event reports as needed.
• Check registration reports for current registration sites and send invoices to those with an unpaid balance.
• Utilize event management system and University financial process to assist with payment collections and reconciliations.
• Work with finance to rectify any event planning software (vFairs) and Nelnet payment issues.
• Assist the Logistics Assistant with completing approval forms for UND Campus events and work with safety, parking, catering and other campus partners on behalf of CCE as needed.
• Assist CCE staff in maintaining equipment checkout processes, maintain check-out records, and record return of CCE equipment that has been checked out.
• Assist in keeping the CCE webpages content and forms current. 

Provide customer service and program support to the OEL coordinators and directors, OEL students, OEL instructors, and third-party vendor representatives, serving as a back-up within the department.

• Assist PPD Coordinator with UND Community Class sessions, as needed.
• Provide customer service to UND Community Class attendees, as needed.
• Assist in regular updating of the UND Community Class website.
• Assist in providing customer service to PPD third party vendors and UND instructed course students, as needed.

Participate as an active team member within the Office of Extended Learning, TTaDA and the University as a whole.

• Attend professional development activities as appropriate and in balance with work responsibilities.
• Demonstrate to others the professional conduct expected of all Extended Learning team members.
• Work with other OEL team members to create timelines, procedures, and processes that can improve efficiencies and overall OEL team cohesiveness.
• Maintain a high level of productivity.

Required Competencies

• Demonstrated excellence in customer service.
• Self-starter, motivated and able to work in a fast-paced environment that is heavily focused on student success.
• Demonstrated ability in problem-solving, sound decision-making, and critical thinking skills.
• Demonstrated ability to work independently and prioritize tasks.
• Demonstrated ability to work as a team player.
• Excellent interpersonal skills.
• Demonstrated organizational and detail-oriented skills.
• Excellent written and oral communication skills.
• Excellent typing and spelling skills, including the use of professional grammar.

Minimum Requirements

• Associate degree and two years directly related experience in administrative, clerical, or related field; OR High School diploma with 4 years of administrative/clerical experience.
• Computer experience with email, word processing, internet, Microsoft Office Suite and database software.
• Experience working with the public in a customer service role.
• Successful completion of a Criminal History Background Check

In compliance with federal law, all persons hired will be required to verify identity and eligibility to work in the US and to complete the required employment eligibility verification form upon hire. This position does not support visa sponsorship for continued employment.

Preferred Qualifications

• Experience with Blackboard or other course management system.
• Experience with PeopleSoft.
• Experience in higher education.